Customer Service Representative

Roles & Responsibilities

• Deliver a personalized customer experience for incoming contacts with a professional and empathic voice, prioritizing the needs of each policy holders, agents, lenders, and strategic accounts, while developing a thoughtful solution and support for all lines of business.
• Provide written communication when requested such as policy documents, paid receipts, lender verifications, and email follow up etc.
• Process transactions in an omni-channel environment (i.e. servicing via phones, chat, emails etc.) for multiple lines of business and products.
• Use multiple computer applications; scheduling system, policy management systems, and various tools to assist.
• Maintain individual metrics in terms of performance and attendance, while demonstrating flexibility when it comes to shifts, upskilling, and skillsets based on business need.

Work Environment

• This is a high-volume inbound call center role, with back-to-back customer contacts with scheduled breaks and lunches.
• The position follows a remote schedule, with 100% of worktime working from home.
• To be successful in this role, you must have a dedicated home office space that is free from distractions and outside noise, with the ability to connect to high-speed Ethernet.

Schedule and Requirements

• Monday - Friday, ability to work any shift in the center, our operational hours are 8 am to 8 pm EST (full-time).
• Candidates must be located in either Mountain Time Zone or Pacific Time Zone and will have a schedule of 9am - 6pm MST or 8am - 5pm PST
• Additional hours may be required during holidays and peak season
• Installation and usage of required equipment, including hardwiring into a router via ethernet cord
• Can meet required internet speeds based on department requirements

Required Qualifications

• Ability to work effectively in a fast-paced, ever-changing environment, handling a high volume of work and supporting key corporate initiatives through independent work and multitasking
• High School Diploma or equivalent required
• Proficient in Microsoft Office and computer applications for servicing/quoting all products
• Proficient in utilizing knowledge management tools and resources
• Competencies: customer focus, ensures accountability, nimble learning, interpersonal savvy, situational adaptability, time management
• Reliable high-speed internet connection and a dedicated home office space that is quiet, private, and free from distractions

We Offer

• Two options for your health insurance plan (PPO or High Deductible)
• Paid time off that begins with 24 days each year, with more days added when you celebrate milestone service anniversaries
• A robust 401k plan with up to a 5% employer match
• A retirement savings plan that is 100% company funded
• Financial assistance for adoptions and infertility treatment
• Paid time off to volunteer in your community
• Tuition assistance and educational achievement bonuses
• A corporate matching gifts program that further enhances your charitable donation

Your Benefits

• Competitive Salary
• Company performance-based Incentives
• Recognition and Special Rewards
• Retirement Planning
• Inclusive Workplace Culture
• Learning & Development
• Work-Life-Balance
• Health & Wellbeing